Technology and Service Delivery

Technology plays an interesting and critical role in service delivery. Varied technologies are already in place, such as self$-$scan checkout stations, web$-$linked kiosks, service personnel equipped with iPads, various types of apps, digital displays, online agents, and QR codes, all help customers find and learn more about products and services offered and provide more convenience. Using two dimensions, convenience, and social presence, a new model proposes how evolving technologies elevate and differentiate the service experience and diminish the delivery gap, particularly in stores.

This activity is important because although customers value convenience, another facet is becoming more relevant in technology$-$enabled service provision: social presence. Social presence means $$the felt presence of others.$$

The goal of this activity is to demonstrate your understanding of the four quadrants represented by the four possibilities for low or high degrees of both social presence and convenience.

Select the most appropriate quadrant of low or high degrees of social presence and convenience for each technology listed below.

Ceiling systems projecting social media posts that show consumers using, enjoying, and styling the products available in stores

Self$-$checkout lanes at cash wrap

Smart displays for viewing customers posting photos and trying different products

Amusing, human$-$like appearance robot used to clean store aisles

Polite, human$-$like appearance robot used to greet visitors and provide answers to their questions

Digital smart shelf price tags near merchandise

In$-$store kiosks for information and ordering

Scent machines to enhance atmosphere

Prev Question $3$ of $4$ Total $3$ of $4$ Visit question mapNext